Be warned of ACR Self Exclusion Policy
I want to share my frustrating experience with America’s Cardroom (ACR) regarding their handling of account self-exclusion requests. I was attempting to take a responsible six-month break from playing and, in my communication with their support team, I mentioned that I might have a “gambling problem” as part of explaining why I wanted to step away temporarily.
To my surprise, rather than initiating a temporary self-exclusion, ACR permanently closed my account without warning or further discussion. Despite my attempts to clarify that this was a mistake and that I intended only a temporary break, their support team refused to acknowledge the misunderstanding or reconsider their decision.
What’s most disappointing is the lack of flexibility and empathy in their approach. Responsible gaming is undoubtedly important, but it should not come at the cost of permanently shutting down a customer’s account based on a single phrase without verifying intent or allowing for appeals. The way this was handled felt very rigid and dismissive, ignoring the nuance and context of my request.
I understand the importance of strict policies to protect players, but there must also be room for human understanding and communication. I regret that my attempt to act responsibly was met with inflexible bureaucracy and no opportunity to rectify what was clearly a miscommunication.
This experience has left me wary of how customer support in the online poker industry operates and highlights the need for clearer, more compassionate processes around self-exclusion and account management.
5 Replies
This has to be a troll post right?
This is like someone says they've had suicidal thoughts and then is mad when Wal-Mart won't sell them a gun since they're on the blacklist.
You did this to yourself buddy lol.
Honestly bro, if it gets to the point you're messaging customer service for self-exclusion, you should probably be super thankful they permabanned you.
No I’m dead serious and pissed , if I had known that they would do that, I would’ve worded stuff differently. I hear your anology but it’s not valid, there was no credible threat only, the possibility of a threat. I sent the same message to all the other sites and no one else banned my account, its incredibly frustrating when you try to be responsible and you get dealt something that seems like a punishment. Also no need to be an *******. I’m just trying to warn anyone there’s nothing that can be done.
I mean Its refreshing in a way that they permanent me, but at the same time, im an anxious wreck, so really its not that hard for me to get to that point.
I just wanted to take a break and make sure that I couldn’t play so I could work on myself, nobody gets it perfect the first time, I just wish I would have had the option to return to the table
I get that this is annoying to you but from a responsible gaming point of view this is the only reasonable thing to do.
I have been working in gaming for a long time. for a while i worked in customer support for an online poker room.
If you told me you feel like you might have a gambling problem your account will be closed immediately and not be reopened ever.
Some casinos and poker rooms may open your account again after you closed it for a gambling problem. those are the shady ones.
companies that take their duty of care seriously will not allow you to participate in their games once you have said you might have a gambling problem.
This is not a punishment it is simply a way to protect you and the business.
If you need a break just say so.
If you use a trigger word like gambling problem every good support agent will close your account and every good safer gaming executive will refuse to reopen your account.
As someone who punted >90k on blackjack the first year I had with 140k+ in poker profits (also the first time I touched BJ lol), I was definitely glad that the only site that wouldn't let me self-ban blackjack didn't let me get out of a perma later that year when I asked to.
Prob woulda tilted the rest of my profits away on it if they did.
